August 2011 Newsletter
This month we feature another Industry Expert
- MCS: A Gary Simmons Company
Gary Simmons founded MCS in 1982 with the goal of providing management systems and
training to drive profitable fixed-end operations for dealerships across the nation.
A disabled veteran who served in the United States Navy, Simmons graduated from
California State University in Bakersfield with a Bachelor of Arts degree in sociology,
and a minor in business and public administration.
With years of experience in automotive dealerships serving as Customer Relations
Manager, Service Manager, Service Director, and General Manager, Simmons knew first-hand
that dealerships had a tremendous need for support services in the areas of management,
operations, sales, and services. With that knowledge, MCS was born. A current client
list of over 930 dealerships in 43 states bears testament to the success of the
MCS approach: providing personal, on-site training coupled with virtual sales presentations
and training programs to ensure that dealership fixed-operations best practices
become permanent ways of doing business.
A sought-after industry speaker with numerous Dealer Twenty Groups presentations
under his belt, Simmons is also a regular guest speaker for CPA and legal firms
specializing in the automotive industry.
Here is an example of his expertise:
The Basics in the Service Drive
The fundamental way to improve service department profit is to treat every customer
repair order as an opportunity, and maximize every sale.
The key is to understand fully, the potential that exists in 3 areas.
1. Captive Sale - The customer arrives in the service department for a specific
repair or maintenance reason; something requires attention or immediate need. This
is the natural sale.
2. Service Advisors Point of Sale (Customer Walk Around)- The walk around the customer’s
car is extremely critical to the overall performance of the service advisor. The
service advisor recommends specific repairs to the customer relating to the miles
on the car and the condition of the car. The customer’s car is a visual aid for
the service advisor recommending additional repairs to the customer.
3. Follow Up / Multi Point Vehicle Inspections – Insure that the service technicians
are inspecting each and every vehicle in the Service Department to educate the customer
of the additional maintenance or repair needed on his automobile. This information
will become a permanent record of the condition of the vehicle.
Few service advisors have the skills or training to create a need for additional
recommended services, present a solution to their customers...every time. Too often
they rely solely on the technicians to find items during their inspections, and
even then may feel nervous about a presentation to the customer.
The service drive point-of-sale is at the walk around. Observations made here, lead
to additional recommendations for additional repairs that would otherwise slip by.
Presented properly, the service advisors sale can be a lot easier than it's perceived
We help dealerships maximize results from all three areas of sales potential by:
• Reviewing the fundamentals in a classroom environment
• Working with the service manager and advisors, live in the service drive with
• Supplying and using virtual, talking sales presentation programs specifically
designed for the service drive
This combination of processes ensures that service advisors are educated, encouraged
and motivated to make a proper presentation, every time, with every customer...always...and
that service managers have the tools necessary to operate their departments at peak
Gary may be contacted by email at firstname.lastname@example.org or visit his website: www.simmonsmcs.com
For more information about Autopeople, please go to www.autopeople.com or email
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